Job Summary: An Inbound Retention Team Member will play a fundamental role in achieving our customer revenue growth objectives through resolving Member issues and rebuilding confidence & value in PPLSI. Responsibilities: Scope of the Role Under close supervision, the incumbent of this position will be passionate about the customer experience, persuasive and highly motivated to retain and upgrade Members and resolve Member issues. They will strength customer relationship through member education relative to benefits and plan usage to improve membership retention. Our ideal Inbound Retention Consultant has been a high performer in customer facing roles that require them to build relationships through a consultative process to meet the needs of the customer. We are looking for someone with an aptitude for retention who has thrived in a quota-based and competitive environment. Performance Outcomes Service Expectations Be an advocate for PPLSI and its products. Earn Member trust and re-build the relationship through effective problem resolution, reselling the benefits and value of PPLSI’s products & services. Maintain professional and empathetic interactions. Maintain adherence to flexible call flow. Participate in ongoing training and development. Utilize feedback to improve performance. Drive to set aggressive goals and surpass them Work closely with all segments of PPLSI to retain the Member by solving their issues using exceptional customer service skills and employing save tools in a cost effective manner. Customer Education and Product Knowledge Expectation Learn and understand all PPLSI products including legal, identity theft, small business, and supplements Use discovery to analyze customer needs and tailor PPLSI products and benefits to the customer’s situation Sell the value of long term, lifetime legal and identity theft protection Present plans and benefits confidently and comprehensively Performance Expectations Meet minimum targets of Retention KPIs which would include; Minimum number of saves Minimum conversion rate Meet and exceed quality targets Meet and exceed attendance & adherence targets Education, Knowledge, and Experience High school diploma required or equivalent required 1 or more years in Customer Service Experience preferred Comfortable utilizing technology Previous customer service experience preferred Strong active listening skills and ability to overcome objections Ability to multi-task, prioritize and manage time effectively FLSA Status Non-Exempt Physical Requirements/ Work Environment The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Additional Information: Location: Duncan Department: 9345 Retention Time Type: Full time Commitment to Equal Opportunity PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination. If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com. PPLSI is an Equal Opportunity Employer. PPLSI does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. A trailblazer in the democratization of affordable access to legal and identity protection, PPLSI is the world's largest platform for legal, identity, and reputation management services covering more than 4.4 million people. IDShield, LegalShield’s identity theft solution for individuals and families, has more than one million members. LegalShield and IDShield serve more than 140,000 businesses. In addition, over 34,000 companies offer LegalShield and IDShield plans to their employees as voluntary benefits.
